Senior Application Support Analyst

Key Responsibilities

Tier 2 Application Support

• Receive and review tickets escalated from Tier 1 Support within the assigned scope of responsibility.
• Understand user issues and requirements by reviewing workflow, application, and related information.
• Analyze and resolve application issues within the assigned scope and authorized access.
• Perform data updates or system configuration changes in accordance with established procedures and guidelines.
• Verify the results of issue resolution before closing the ticket.
• Record issue details, troubleshooting steps, solutions, and outcomes in the ticketing system.
• Handle and monitor tickets to ensure compliance with SLA requirements.

User Communication & Coordination

• Communicate directly with users to gather additional information, understand issues, and provide troubleshooting guidance or progress updates.
• Explain solutions and system usage guidelines to users in a clear and appropriate manner.
• Coordinate with Internal IT Teams, Developers, or Vendors when additional support is required.
• Follow up with relevant stakeholders until the issue is resolved and the ticket can be closed.
• Communicate the status and resolution results to users and relevant stakeholders appropriately.

Ticket Reporting & Recurring Issues

• Prepare periodic service performance reports, such as:

  • Ticket Volume
  • SLA Performance
  • Resolution Status
  • Recurring Issues

• Collect and analyze recurring issues or issues generating a high volume of tickets.

• Escalate information and details of production issues to the Improvement Team for further analysis and long-term resolution.

FAQ & Knowledge Management

• Maintain and improve FAQs, Troubleshooting Guides, and Support Instructions based on actual incidents and issues.
• Collect and document solutions for frequently occurring issues for future reference and reuse.
• Identify the information and troubleshooting steps that Tier 1 should check and prepare before escalating tickets to Tier 2.
• Coordinate with Tier 1 to ensure proper understanding of updated FAQs and Support Instructions.
• Support improvements to the ticket escalation process between Tier 1 and Tier 2 to increase efficiency.

Other Application Support

• Support issue resolution for other applications under the team’s responsibility as assigned.
• Learn and keep up to date with new Business Applications and Technologies relevant to the role.
• Support other Application Support and Service Management activities as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, Business Administration, or other related fields.
• At least 2 years of working experience. Direct experience in Application Support is not required.
• Experience in Application Support, IT Support, Helpdesk, System Support, Business Operations, or working with ticketing systems will be an advantage.
• Strong interest and ability to learn new technologies and business applications.
• Proficiency in Microsoft Office, particularly Excel, at a basic to good level.
• Experience with Ticketing Systems or IT Service Management Systems will be an advantage.